IT Service Desk Team Leader

1 week ago

Thatcham, United Kingdom Harrods Full time

IT Service Desk Team Leader Harrods – Thatcham, England, United Kingdom. Join Harrods as an experienced Service Desk Team Leader to lead a team of service desk engineers, ensuring prompt and effective resolution of incidents and service requests. Your strong technical problem‑solving skills will drive efficient and high‑quality service delivery. About The Role As a Service Desk Team Leader, you will manage a team of 13 analysts operating in a 24/7 environment. Responsibilities include: Scheduling, performance management, and training. Ensuring service targets and SLAs are consistently met. Monitoring and analysing service desk metrics to identify trends and areas for improvement. Developing and maintaining service desk procedures and documentation. Acting as the primary escalation point for complex technical issues. Providing regular updates to senior management on team performance and ongoing initiatives. About You The ideal candidate will have hands‑on experience in the installation, configuration, administration, and troubleshooting of end‑user devices across platforms such as Windows 10/11, macOS, desktops, laptops, tablets, VDI, and thin clients. You should also have: Experience with Active Directory administration. Familiarity with video and audio conferencing technologies. Basic understanding of software licensing. We are looking for someone with strong time management and organisational skills, a commitment to continuous learning and improvement, and a belief in the importance of teamwork. An ITIL certification is a plus. About Us Harrods is one of the world’s leading luxury department stores, becoming a destination for top designers and sought‑after brands worldwide. Our mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. Our Promise to You Help us make the impossible possible for our customers, and we’ll do something remarkable for you. We offer a friendly, inspiring environment with plenty of opportunities and support to build an exceptional career across our diverse business areas. At Harrods, we believe anything is possible. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industry Retail #J-18808-Ljbffr

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